Returns Policy

Eyewear Ltd is the seller for all orders, so please contact us for any return — including frames made by our independent makers.

Your 14-day cancellation right — For standard, ready-made frames bought online, you have the right under the Consumer Contracts Regulations 2013 to cancel within 14 days of receiving them, for any reason, and return them unused and in their original condition for a refund.

What the 14-day right does not cover — Items made or personalised to your specification are exempt by law. This includes bespoke and made-to-order frames, and prescription or glazed lenses cut to your prescription. These cannot be cancelled once we have begun making them, unless they are faulty.

Faulty or misdescribed items — Your rights under the Consumer Rights Act 2015 always apply. If an item is faulty, not as described, or not of satisfactory quality, you are entitled to a repair, replacement or refund.

How to return — Contact us first via our Contact page or at start@itseyewear.com and we will confirm the address and process. For change-of-mind returns, the item must be unused and in original condition and you cover return postage. For faulty items we cover the cost.

Refunds — We refund to your original payment method once we have received and checked the item, normally within 14 days.